Software Maintenance Program
NV5 GEOSPATIAL SOLUTIONS, INC.
Last edited: 23 May 2023

Table of Contents
Section 1.0 Maintenance Program .......................................................................................................................................... 2
1.1

Purpose. .................................................................................................................................................................. 2

1.2

Program Overview................................................................................................................................................... 2

Support Overview: .............................................................................................................................................................. 2
Section 2.0 Definitions and Descriptions ................................................................................................................................. 3
2.1 Licensee, License Administrator or Authorized License Administrator ......................................................................... 3
2.2 Maintenance ID ............................................................................................................................................................. 3
2.3 License User................................................................................................................................................................... 3
2.4 Support Incident ............................................................................................................................................................ 3
2.5 Maintenance Renewal Quote ........................................................................................................................................ 3
2.6 Maintenance Term ........................................................................................................................................................ 3
2.7 Updates -Patches and Product Releases ....................................................................................................................... 3
2.8 Software ........................................................................................................................................................................ 4
2.9 Software Version Upgrade ............................................................................................................................................ 4
2.10 Software License .......................................................................................................................................................... 4
2.11 License Re-host ............................................................................................................................................................ 4
2.12 Technical Support Services .......................................................................................................................................... 4
2.13 End User License Agreement (EULA)........................................................................................................................... 4
Section 3.0 Availability, Notification and Access to Software upgrades................................................................................... 4
Section 4.0 License Support Services ....................................................................................................................................... 4
Section 5.0 Technical Product Support Services ...................................................................................................................... 5
5.1 Support Services. ........................................................................................................................................................... 5
5.2 Support Services Scope ................................................................................................................................................. 5
5.3 Accessing Technical Support Services ............................................................................................................................ 6
5.4 Preparing for Contacting Support Services .................................................................................................................... 7
5.5 Technical Support - Supported Software Versions ........................................................................................................ 7
5.6 Technical Support - Academic Support.......................................................................................................................... 9
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Section 6.0 Maintenance Renewal and Expiration ................................................................................................................... 9
6.1 Renewal Notice. ............................................................................................................................................................ 9
6.2 Maintenance Expiration. ............................................................................................................................................... 9
Section 7.0 Payment................................................................................................................................................................ 9
7.1 Payment. ....................................................................................................................................................................... 9
7.2 Prorating Maintenance Terms. ..................................................................................................................................... 9
7.3 Reinstatement of Lapsed Maintenance. ..................................................................................................................... 10
Section 8.0 Training ............................................................................................................................................................... 10

Section 1.0 Maintenance Program
1.1 Purpose.
The purpose of this Maintenance Program ("Program") document is to:Describe the Program for customers.

Provide definitions of Maintenance and support-related terminology.

Describe Program quoting and invoicing procedures.



Describe the services provided by Support Services.
List general procedures and conditions including contact information and requirements.

1.2 Program Overview. The Program, also referred to as "Maintenance," is the support provided for unmodified
Software to the Software license holder (“Licensee”, “License Administrator”, “License User”) which includes Support
Incident tracking, attempts to assist with reported problems (Support Incidents), new releases, training materials, andenhancements. Maintenance for the first year is automatically included when qualifying Software is initially purchased.

Support Overview:
The Standard Support Plan that comes with maintenance includes:
 Installation and licensing support
 Product level support
o Basic tips / instruction on how to use the softwareo Conceptual / simple code examples and general guidance Help article / knowledge base access Community forums access Bug / feature reporting
The Standard Academic Support Plan that comes with maintenance includes:
 Installation and licensing support
 Help article / knowledge base access Community forums access (for answers to product questions) Bug / feature reporting
The Standard Academic Support Plan for SITE / Lab licenses that comes with maintenance includes:
 Installation and licensing support
 Product level support (through one Point of Contact (POC) / License Administrator)o Basic tips / instruction on how to use the software
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o Conceptual / simple code examples and general guidance
Help article / knowledge base accessCommunity forums accessBug / feature reporting

Section 2.0 Definitions and Descriptions
Terms used in this Program shall have the following meaning:

2.1 Licensee, License Administrator or Authorized License Administrator
A “Licensee”, “License Administrator” or “Authorized License Administrator” is an individual designated to makedecision on the license as well as who may contact NV5 Geospatial to request technical support (e.g., to submit
Support Incidents or request assistance with Software use).

2.2 Maintenance ID“Maintenance ID” means the number created and provided by NV5 Geospatial that is associated with each license. The
number may also be referred to as an installation, contract number on the invoice and/or packing list that is shipped with
the Software.

2.3 License User
A “License User” is the end user of the Software who may contact Technical Support Services (e.g., to submit Support
Incidents or request assistance with Software use).

2.4 Support Incident
A “Support Incident” is the record of a customer request for technical assistance made by e- mail or Support Incident web
form. It contains technical notes and documentation of all interactions between the customer and support representative
related to the request. The Support Incident tracking number is provided by a support representative in the email subject
line when the support representative corresponds with the License Administrator or License User. The Support Incident
number is used for referencing the request. The status of a Support Incident can be new (waiting to be assigned),
accepted (initially assigned), active (the support representative is working on it), pending (waiting on the customers
response/we need more information) or closed (complete – no further action required).

2.5 Maintenance Renewal Quote“Maintenance Renewal Quote” is the non-invoice notification, issued approximately 60 days before the expiration of a
Maintenance term, to all customers that have current Maintenance that are nearing the Maintenance term expiration date.
The quote is sent to the purchasing contact that has been designated to receive all renewal-related correspondence from
NV5 Geospatial. The Maintenance Renewal Quote is sent via e-mail and contains information about the forthcoming
Maintenance Term, which includes the type of Software licensed and quantity of licenses, the start and end dates of theMaintenance Term, and the Maintenance renewal fees due.

2.6 Maintenance Term
“Maintenance Term” is the start and end dates, during which customers with licensed products are entitled to receive
the applicable Maintenance benefits.

2.7 Updates -Patches and Product Releases
2.7.1 Patches / Hotfixes
A “Patch” is a single fix or a set fixes in the software that will affect many customers and needs to be posted on
the Product Download page for general availability (also known as "hotfix"). If a Patch is released it will beincorporated into the subsequent release. A Patch is a specific fix and typically does not add new functionality.
For ENVI® and IDL®, Patches typically require the complete released software be installed prior to installing thepatch files.

2.7.2 Product Releases
A “Product Release” is a set new features and fixes. All patches since the previous release will be included in the
Product Release and posted on the Product Download page for general availability.

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Please note: SARScape® patches are typically a complete installation. Note that Patches and Service Packs
are different than Software Upgrades. Please see “Software Version Upgrade” section for more detail on
Software Upgrades.
We typically do not send notification for patches. Please visit the Product Download page to see if there are any
new Patches or Service Packs or ask your License Administrator.
Go to the Downloads page, select Support, then in the Download & Licensing section, Product
Downloads. Please be ready to create an account or login with your existing user ID and password.
2.8 Software“Software” consists of commercial off the shelf programs sold by NV5 Geospatial.
2.9 Software Version Upgrade
A “Software Upgrade” is a set of new functionality and fixes for Software. License Administrators andAuthorized Licenses Administrators with licenses current on maintenance are eligible for Software Upgrades
and will be notified via email when they can complete their Upgrade. An Upgrade consists of the new
installation that can be downloaded.
2.10 Software License
A “Software License” is the limited grant of rights to use Software as defined by the terms and conditions in theend user license agreement (EULA).
2.11 License Re-hostA “License Re-host” occurs when the License Administrator or Authorized License Administrator requests orwants to activate a license for a different computer than currently assigned. This is typically necessary when an
upgraded or replacement computer is purchased for a License User and they will no longer be using theircurrent computer on record with that license. The License Administrator or Authorized License Administrator
must confirm that no one will be using the license on the computer on record and only the new computer.
2.12 Technical Support Services“Technical Support Services” is Software technical support/technical assistance and license support provided
to the Licensee. See the Technical Product Support Services and the License Support Services sections for amore detailed description.
2.13 End User License Agreement (EULA)
Please see EULA located at: http://www.NV5geospatialsoftware.com/Company/Legal/EULA.aspx

Section 3.0 Availability, Notification and Access to Software upgrades
License Administrators and Authorized License Administrators may be notified of Upgrades if their
Maintenance is current. The notification will guide them through the process of downloading the Softwareand activating their license. Additionally, please check on the Product Download page to ensure that you
have the current version.

Section 4.0 License Support Services
Licenses must be under current Maintenance to Re-host the license to another machine or platform of equalvalue within the same company or organization.
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Technical Support Services will assist with license questions, re-hosts, and upgrades through email or web
submission. Please see the Technical Product Support Services section for details on contacting TechnicalSupport Services.
NV5 Geospatial must approve any request to transfer a license from the Licensee’s existing Company ofrecord to another Company or organization (see EULA).
Please note: some licensing terminology may not apply to the Jagwire product.

Section 5.0 Technical Product Support Services
5.1 Support Services.
Support Services comprises the following:a. Email and Web Support and Incident Reporting/Logging
If a technical issue arises, Licensee can submit a Support Incident through email or the web. The license mustbe current on maintenance to receive product technical support.
Please send as detailed information as possible with your initial request (Product/Module, Product Version,Operating system and version, error messages). This will help expedite the process.
b. Online Support
The Online Support page is a web site that communicates technical information to the user community in theform of FAQ information, Help Articles, and Platform Support information. Online Support can be found at
http://www.NV5geospatialsoftware.com/Support.aspx. License Administrators and License Users can also
report a Support Incident using the Web Support Incident form located at the Online Support page (Request
Technical Support link).
c. Help Articles
NV5 Geospatial provides a knowledge base of known Software problems, "how-to" articles, system
requirements, and common error messages for its Software. It can be accessed by navigating to
http://www.NV5geospatialsoftware.com/Support.aspx and clicking the Help Articles link.
d. User Forums
The User Community forums are Web based and are provided to share questions and knowledge with thecommunity about technical details and techniques for accomplishing tasks. The Forums can be accessed bynavigating to: http://www.NV5geospatialsoftware.com/Support/Forums.aspx and clicking the Forums link where
you wish to submit a question. This is a community based tool, so there is no guarantee that each question will
be answered. We strongly encourage our users to participate and help each other out.
Please note: The Forums are publicly viewable and should not include ITAR data.

5.2 Support Services Scope• To receive assistance from Technical Support, the license needs to have current maintenance (i.e., thelicense and maintenance contract date need to be the date you are requesting support or a futuredate).
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•
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•

Support Services will guide and provide examples and/or workarounds to assist customers with the
problems they are trying to solve.
Technical assistance provided through Support Services is limited to unmodified Software.
Technical assistance through Support Services is not available for hardware, graphic cards, monitors,
plotters, graphic printers, digitizers, modems, and other like peripherals which are not provided by NV5
Geospatial, except to answer questions of how standard, supported devices interface with the Software.
Please note: There are a few specific exceptions with some hardware purchased through NV5.

•
•

•
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NV5 Geospatial reserves the right to ask for a small reproduce case that clearly reproduces the software
problem. We do not typically debug customer’s code.
NV5 Geospatial reserves the right to limit support for older versions due to the complexities of supporting
outdated hardware and software. Please see section 5.5 of this document for details on the TechnicalSupport supported versions.
Sample applications that ship with each product are provided for demonstration purposes and areconsidered unsupported.
Patches received outside the normal delivery of a web download are considered unsupported unlessauthorized by NV5 Geospatial.
These terms and conditions are subject to change.

5.3 Accessing Technical Support Services
The License Administrator should designate Authorized License Administrators and License Users for all direct
support services-related communications with NV5 Geospatial. License Administrators and License Users within
the
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United States and Canada: contact Support Services between 8:00 a.m. and 5:00 p.m. (MountainTime), Monday through Friday, except for United States holidays.
Europe, Middle East and Africa: contact Support Services between 9:00 to 12:30 and 14:00 to 18:00(Central European Time), Monday through Friday, except for European holidays.
Jagwire Support: available between 8:00 a.m. and 5:00 p.m. (Eastern Time), Monday through Friday,
except US holidays.
E-mail:

North America, SE Asia, and Latin America: geospatialsupport@NV5.com

Europe, Africa: supporteu@NV5.com
Jagwire: supportjagwire@NV5.com

If purchased from Local Distributor: see Contact Us page, International Distributor section
Note: you will need to select your country and product to see the Technical Support contact information (support email).

Web: http://www.NV5geospatialsoftware.com/Support.aspx
By E-mail or Web Request Form•
Each reported Support Incident or support request is logged and given a unique identification number for
Licensee’s reference and tracking. After a Support Incident is logged, the Support Incident will be placed into
our Support Queue and then the requestor will be contacted by a technical representative who will be working
on the Support Incident until it is resolved or determined to be a problem in the Software. E-mail support isavailable to License Administrators and License Users. In addition, the License Administrator or License User
may request support by completing an on-line web form available at
http://www.NV5geospatialsoftware.com/MyAccount/NewSupportIncident.aspx Support requests are typicallyanswered on a first come, first served basis.
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All Support Incidents reported by e-mail or web support incident form are given the same priority and level of attention. However, Support
Incidents submitted on the web are viewable in our main queue immediately. Contacting us by email will delay the support incident
getting into our main queue slightly.

All requests for technical support should contain detailed information about the Support Incident. To help
expedite a solution, technical representatives expect information that includes product and version of the
Software, hardware platform, and peripherals (if applicable); the version of operating system; a description of
the problem; and Maintenance ID (formerly License/Installation number). Please refer to the "Requesting
technical support from NV5 Geospatial - FAQ” Help Article for additional details. Technical support
representatives will typically respond to Support Incidents by e- mail.
5.4 Preparing for Contacting Support Services
When contacting NV5 Geospatial for technical assistance, the License Administrator or License User should
be prepared to provide as much of the following information as possible:• Your Name
• The e-mail address where Licensee can be contacted• Your Maintenance ID (License) number• The version of the Software Licensee is using• The version of the operating system Licensee is using• A description of what Licensee was doing when the problem occurred• The exact wording of any error messages that may appear on the screen• Any steps taken to resolve the problem
5.5 Technical Support - Supported Software Versions
5.5.1 – Desktop Products:
In general, we strive to support the current version of our desktop products and two versions back or two
years back whichever is longer. These guidelines assume that customers requesting support or assistance
Maintenance ID is current on maintenance (maintenance for the product and the license is not expired). In
some cases, we will support certain types of product requests up to current version and three versions and/or
years back as noted in the table below.
Support Type
Basic Support andSoftware Availability

Current
Version

1 Versionback

2 Versions
back

3 Versions
back

4 Versions
back

ENVI 5.7

ENVI 5.6

ENVI 5.5

ENVI 5.4

ENVI 5.3

IDL 8.9

IDL 8.8

IDL 8.7

IDL 8.6

IDL 8.5(license re-host and downloading)

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General Support - ENVI
product family andModules

ENVI 5.7

ENVI 5.6

ENVI 5.5

ENVI 5.4

ENVI 5.3

IDL 8.9

IDL 8.8

IDL 8.7

IDL 8.6

IDL 8.5(installation, licensing, and productquestions)

General Support - IDL(installation, licensing, and productquestions)

Green
Light green
Red

Supported
Limited Support
Unsupported

Please note:• Operating system support: Each version of our software supports certain operating system versions.
Where applicable, we support our software running on the operating systems and operating systemversions that correspond to the version of our software when it was released. For more information
please see Help Article:
https://www.NV5geospatialsoftware.com/Support/Self-Help-Tools/Help-Articles/Help-Articles-Detail/ArtMID/10220/ArticleID/18488/Platformand-Feature-Support-for-Current-and-Previous-Versions .

•Our General Policy on Bug fixes:
o When the Technical Support team works on support requests, if a fix to the software is requested,
the customer will need to wait at minimum until the next release or service pack to receive the fix.
Determining when and if the fix will be available is decided by our Product Management team. For
more details, please see our Life of a Bug help article.
o In many cases, we can provide a workaround for our customers. Our goal is to help customers be
successful, but there are occasions where we cannot find a workaround. The more information you
can share with us when we report a bug, the better the chance the bug will be considered forinclusion in future releases and/or updates.
o In some cases, when a workaround is not available and it is critical functionality, a patch or hotfix
may be requested by the customer and will be considered.
o The current released version will be the version to receive service packs, patches, and hot
fixes updates when applicable.
o There will be limited support on non-current versions. This means releases marked limited
support will typically not receive service packs, patches, and hot fixes.
o ENVI Classic Interface will be provided 'as is'. Bug fixes will not be made in the Classic
interface.

5.5.2 – Jagwire Products
Product

Current Versions

Previous Versions

JagwireJagwire 2.2.0.9
Jagwire 2.1.3.10
Jagwire 2.1.2.10
Jagwire 1.6.0.14

Jagwire 2.2.0.x
Jagwire 2.1.3.x
Jagwire 2.1.2.x
Jagwire 2.1.1.x
Jagwire 2.0.x
Jagwire 1.6.x

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adLibadLib 3.7.8.13

adLib 3.7.8.x

adLib 3.7.2
adLib 3.7.2 Update 11adLib EOL effective
11/30/2020

Please Note: The adLib product will no longer be supported after 11/30/2020 (end of life- EOL).

5.6 Technical Support - Academic Support•

General Academic Support: Beginning November 1, 2014 the Academic Support policy is as follows:
Academic customers that are current on maintenance will receive Technical Support for installation andlicensing but will need to purchase Premium Academic Support for product level assistance. If an
academic customer does not wish to purchase Premium Academic Support they can utilize self-help
resources available on http://www.NV5geospatialsoftware.com/Support.aspx•

Academic Site License Support Changes: Site licenses current on maintenance will receive installation,
licensing and product level Technical Support but will need to name one point of contact (POC) that will
work directly with Technical Support. Academic end users of the Software should funnel their support
requests through the assigned POC for their organization.

Section 6.0 Maintenance Renewal and Expiration
6.1 Renewal Notice.
NV5 Geospatial will provide purchase contact with a quote to renew services when Maintenance services arescheduled to expire.
6.2 Maintenance Expiration.
If NV5 Geospatial has not received an order or payment prior to the termination date, the license will continue
working as currently installed but will no longer be supported. Licensee will no longer be eligible to receive
any license Upgrades or Updates that are released after the Licensee Maintenance term has expired.
Assistance with transfer or re-host of license will not be allowed and Licensee will no longer have access toTechnical Support Services.

Section 7.0 Payment
7.1 Payment. Maintenance program fees are purchased annually and payable in advance. Payment terms
accepted will be net 30 days only. Credit cards and checks are acceptable forms of pre- payment. For orders
less than $1,000.00 NV5 Geospatial requires credit card payment. Maintenance fees are non-refundable.
7.2 Prorating Maintenance Terms. If multiple Software products have been licensed throughout the course of ayear by one customer, separate Maintenance quotes for each product are not issued. Instead, the Maintenanceanniversary date for each license is prorated to the anniversary date of the first product licensed, with
Maintenance. All licensed Software products offering a maintenance service are synchronized to reflect a
common Maintenance end date, regardless of when each was first licensed. These prorated dates will bereflected on the Maintenance renewal quote.
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7.3 Reinstatement of Lapsed Maintenance. You may reinstate an expired license within three years of
expiration date. If Maintenance has lapsed, Maintenance reinstatement fees equal to the amount of backmaintenance from the date Maintenance lapsed, in addition to the current fees, will be required to be paid toreinstate Maintenance.

Section 8.0 Training
New to ENVI and IDL? Just need a refresher? Ask your Account Manager for a list of the available training
resources. These resources range from self-paced materials to customized courses and over-the-shoulder
consulting! Visit our website or contact your Account Manager for details!

385 Interlocken Crescent, Suite 300, Broomfield, Colorado
80021, USA Telephone 303-786-9900 • Fax
303-786-9909
Web: http://www.NV5geospatialsoftware.com©2023 NV5 Geospatial Solutions, Inc.

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